Customer Success Specialist

Client Success Manager (Remote – Full Time)

🏢 Company : Health Icons Club

India’s #1 Holistic Healing Platform for Women with Endometriosis, PCOS, Thyroid & Infertility.

🎯 Role Overview :

We’re seeking a proactive, emotionally intelligent Client Success Manager who can own the client journey from onboarding to success for a cohort of ~50 clients. This is not a therapy, nutrition, or tech role — instead, you're the single-point-of-contact ensuring every client gets what they paid for, feels supported, and remains accountable across all touchpoints.

You will track, coordinate, and nudge — not deliver the service.

🔧 Key Responsibilities :

✅ Client Relationship Management

Become the go-to person for your client group — tracking their journey, responding to their queries, and escalating issues to specialists.

Ensure high retention, satisfaction, and referrals by proactively checking in and closing feedback loops.

✅ Accountability & Progress Nudging

Monitor weekly deliverables : diet, yoga, emotional sessions, shadow work, follow-ups.

Message clients who are missing sessions or slow in implementation using WhatsApp, Telegram, or calls.

✅ Coordination (NOT Execution)

Book / assign sessions for dietitians, yoga coaches, emotional experts, etc.

Track session attendance, missed appointments, and ensure rescheduling if needed.

Maintain internal status sheets (you’ll get templates).

✅ Escalation & Resolution

Spot any red flags (like no progress, confusion, dissatisfaction) and escalate to backend ops or specialists — don’t solve it yourself, just make sure it gets solved.

✅ Reporting

Send weekly updates to leadership on client statuses (who's progressing, who's stuck, who may churn).

Flag “at-risk” clients early for retention campaigns.

💡 Ideal Candidate :

2–5 years of experience in client servicing, account management, or coordination roles.

Strong communication skills (Hindi + English), especially via voice and text.

Emotionally aware — you can detect when a woman is confused, low on hope, or in need of encouragement.

NOT a coach — you’re a process-driven people person, not a service deliverer.

Bonus if you've worked in healthcare, coaching, wellness, or women-centric brands.

🧠 You’ll Thrive Here If :

You love structure, reminders, nudges, and smooth delivery — without being the expert.

You’re calm, proactive, and can own a group of 50 women without hand-holding.

You’re growth-driven, stable, and excited to build India’s biggest women’s health movement.

💼 Work Structure :

Remote-first, with flexible timings.

6-day week (but relaxed work culture — it's more about ownership than clocking hours).

Tools : Google Sheets, Telegram, WhatsApp, Slack, GHL.

💰 Compensation :

₹18,000+ / month based on performance and experience.

Performance-based bonuses on client success, retention, and referrals.

Clear promotion path to Senior CSM or Delivery Head.